Customer Experience Lead - Precision Parcel and Package Deliveries (Oakville)
Challenger Motor Freight Inc
Oakville
Job Description
Job Description: Customer Experience Lead (Final Mile Industry)Position Overview
We are seeking a highly organized and proactive Customer Expereince Lead to manage the end-to-end onboarding of new shippers in the courier (final mile) industry. This role is critical in ensuring a seamless transition for new customers, from contract signing through operational launch and post-implementation review. The Onboarding Lead will act as the primary point of contact, coordinating across internal teams-including Operations, Sales, IT, and Customer Service-to deliver a smooth and efficient onboarding experience.
Key Responsibilities
Customer Onboarding Management
- Lead and manage the onboarding process for new shippers, ensuring a structured, efficient, and positive experience.
- Develop and maintain onboarding project plans, timelines, and milestones.
- Act as the central liaison between customers and internal stakeholders to ensure all onboarding requirements are met.
- Create process documentation, workflows, and visual charts using MS Visio.
- Build and manage onboarding project schedules using MS Project or equivalent tools.
- Design and implement automated workflows using MS Power Automate to improve onboarding efficiency and consistency.
- Collaborate with Operations, Sales, IT, and Customer Service teams to ensure all aspects of onboarding (systems integration, operational setup, service-level alignment) are completed successfully.
- Proactively identify potential risks or bottlenecks in the onboarding process and escalate solutions.
- Facilitate 30-, 60-, and 90-day post-launch performance reviews with customers and internal teams.
- Track KPIs, SLAs, and customer satisfaction metrics during the stabilization period.
- Provide insights and recommend process improvements to strengthen customer relationships and service performance.
- Bachelor's degree in Business, Operations, Supply Chain, or related field (or equivalent experience).
- 2-3 years of project management or onboarding experience , ideally within logistics, courier, or final mile delivery.
- PMP and/or Agile certification required.
- Strong knowledge of project management methodologies and tools.
- Proficiency in MS Visio, MS Project (or equivalent scheduling tools), and MS Power Automate.
- Exceptional organizational, problem-solving, and multitasking skills.
- Strong communication and stakeholder management abilities.
- Customer-centric mindset with a focus on delivering excellent service.
How to Apply
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